In phones with
Android 5 or higher, Device Protection may be enabled, which means that after the factory reset, you'll need to sign in using the same
Google Account that was logged into your phone. If you forgot your
Google Account password, use your computer web browser and go to
www.google.com/accounts/recovery to reset your password first.
To perform the factory reset:
For some phones, you may need to hold VOLUME UP instead.